Customer Experience Team Lead (Talent Pooling)

This opening may transition to a direct employment arrangement at a later stage, subject to business needs and applicable Philippine labor laws (for Philippine-based applicants). Because of this, we are looking for individuals who are excited to commit with CatalyzeX over the long term and make it a primary focus. If you are looking for a purely freelance setup, this role may not be the right fit.

Who We Are

Brolly Labs dba CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.
Who You Are

We are seeking a proactive and strategic professional to lead an E-Commerce Customer Experience team. You are someone who leads from the front, demonstrating confidence in both decision-making and hands-on execution. You excel in fast-paced environments, where the ability to prioritize, drive process improvements, and maintain quality under pressure are essential.
Must-Haves:

- Minimum 3 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues.

- At least 2 years of experience leading an e-commerce customer service team or account.

- Fluent English with an American accent and excellent grammar.

- Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes.

- Hands-on experience handling sensitive, high-risk customer cases such as legal threats and social media escalations.

- Proven ability to maintain high-quality work even during periods of high ticket volume and multiple urgent issues.

- Strong prioritization and decision-making skills.

- Experience managing friendly fraud, credit card chargebacks, and dispute resolution.

- Familiarity with third-party carrier processes, shipment tracking, and resolving shipping-related issues.

- Hands-on experience with CX platforms like Shopify, Gorgias, Zendesk, Kustomer, Freshdesk,

- Hands-on experience with Fulfillment Apps like Amaze, Loop Returns, Returnly, Klaviyo, or similar.

Good to Have:

- Broad e-commerce operations experience (e.g., logistics, quality control, fulfillment).

- Experience working in food and beverage or other high-compliance e-commerce environments.

- Background in compliance training or familiarity with compliance protocols.

- Highly articulate and professional communication style.

- Extensive, relevant career history handling complex or high-risk CX issues.

What You'll Do

In this role, youll drive both strategy and day-to-day execution to deliver an exceptional customer experience and support your teams growth:

- Oversee team performance, ensuring KPAs/SLAs are met.

- Audit tickets for quality, compliance, and customer satisfaction.

- Analyze performance data and identify areas for optimization.

- Lead SOP development, improvements, and workflow creation.

- Manage escalations and high-risk cases with strategic urgency.

- Provide coaching, mentorship, and regular feedback to agents.

- Communicate directly with clients, sharing updates and handling escalations.

- Conduct team training sessions and support continuous development.

- Fire-fight daily operational challenges, providing quick and effective solutions to unexpected issues.

- Provide daily, weekly, and monthly performance reports

- Conduct Weekly Business Reviews (WBRs) to discuss team performance, challenges, and alignment with client objectives.

Note: The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.
Technical Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection

Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.

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